As a Team Lead in the Life and Retirement operations group, you will be on the “front line” providing an exceptional customer service experience for our Customers, Brokers and Agents. In this role, you will help guide and mentor CSRs by providing floor support and guidance. We provide you with the training you need to be successful. During your first 6 weeks you will attend a training class to become familiar with introductory knowledge of Life insurance, systems, applications, policies and procedures of the department and basic understanding of our products that we currently have in place. As a contributor at Fortitude Life and Annuity Solutions you are the one the CSRs and customers turn to in times of need. You act with speed, composure, compassion and knowledge to solve problems and the work you do every day is the heart of AIG’s business. In this role you will have the opportunity to: Assist your team with performance, knowledge and skills. Review work items for accuracy and identify issues that need to be resolved. Work closely with other departments to resolve any issues that may arise. Assist the team with compliance to various contact center metrics. Work closely with training on any process improvements. What we are looking for: Strong PC skills and using multiple programs simultaneously. Ability to multitask. Demonstrate and practice strong written and oral communication skills. Demonstrate effective organizational, time management and prioritization skills. Demonstrate on a consistent basis follow through skills. Demonstrate the ability to adapt to change to meet the needs of the clients and department. Demonstrate the ability to work independently and in a team environment.